Minted

Customer Service Team Supervisor

Minted

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Serve as the direct supervisor of the CS Leads and CSRs on your team
  • Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns
  • Drive productivity through contact prioritization via queue management and adherence monitoring
  • Work with the CS Leads to check in with each team member at the start of each shift, to support and motivate the CSR; check out with each team member at the end of each shift to provide feedback and to recap the day
  • Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts
  • Host regular one-on-ones with each team member, providing coaching and reviewing their current performance
  • Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence
  • Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc tasks and projects as assigned by site leadership or other departmental leaders
  • Stay up-to-date on Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements
  • Promote and build a positive and friendly environment supporting good morale and cooperation
  • Be responsible for coaching, development, and performance management of team members, including resolving employee relations concerns in close partnership with the Manager of Customer Service and Human Resources, as needed
  • Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members

Requirements

  • A Bachelor’s degree or equivalent work experience
  • 4+ years of customer service experience, preferably in an eCommerce or retail setting
  • 1+ years of leadership experience in a customer service setting, including hands-on experience managing the performance of a team and driving results
  • Quick learner who thrives in a fast-paced environment and has proven ability to multitask
  • Strong work ethic with a positive attitude and demonstrated problem-solving ability
  • Demonstrated leadership skills with excellent written and verbal communication skills
  • Great people skills, strong written and oral communication skills
  • Excellent computer/software skills (Google Docs, Sheets, and Slides)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceperformance managementqueue managementadherence monitoringcoachingproblem-solvingmultitaskingQuality AssuranceCSATproductivity ratings
Soft Skills
leadershipcommunicationteam motivationpeople skillspositive attitudework ethicsupportive environmentfeedbackcooperationemployee relations